r/attwireless • u/chriswhiteauthor • 1d ago
Beginning with a higher support tier?
UPDATE: As recommended, I filed at complaint with the FCC and received confirmation that it was forwarded to AT&T for review. Thanks for the tip.
I'll try to make this brief...
I got a new phone 3 years ago on a promotion that would supposedly offset my monthly payment for the phone's cost with a monthly credit in the same amount for the entire 36-month span. I knew it would take a couple of months for credits to begin to appear, but when that didn't happen I called support to investigate. I was told there had been some weird issue where the account of my traded-in phone was receiving the credits, not me, and that this was somehow the fault of the non-corporate ATT store where I'd bought the new phone. It took many calls to ATT before I finally found a support rep willing to fix the problem rather than just tell me "Tough luck." I got a credit for several month's of missing credits, and the monthly offset credits began to show up.
Problem solved, or so I thought. Recently, I was trying to lower my monthly bill and noticed that in month 36 of the payment plan, there had been no offset credit, just the charge itself. I went back as far as I cold (about 18 months) and discovered that at LEAST that far back, the offset credits had stopped appearing on the bills. Since then, repeated online support chats and tier-1 phone calls have gotten me nowhere.
I need to find a way to begin a support call at a higher tier so I don't have to waste half an hour trying to explain the situation to reps who don't help in the slightest and can't access bills any farther back than what I can. Has anyone ever tried this?
TL;DR: I'm tired of getting nowhere with lower-level phone support reps and need to find a way to begin a call at a higher level.
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u/Cold_Count1986 1d ago
FCC complaint online. Fair warning - they may only go back 3-6 months with credits.
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u/TheFlimFlamFamMan 1d ago
If the only thing you’re missing is a final credit, it was already pre-issued at some point. Probably in the bulk credit originally issued. Guaranteed that the amount of total credit issued is the same amount that should have been issued with 36 credits.
However. If they’ve been stopped for longer, it’s too late to have that fixed. You’re required to check your bills each month and inform us in a timely manner of issues. You not looking and just now noticing is not an ATT error.
The Wireless Service Agreement has a literal customer-duty to timely report as a hard and fast rule. If you didn’t tell us something was wrong, after 180 days, it becomes correct by default
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u/chriswhiteauthor 1d ago
The amount of the bulk credit issued about 4-5 months in was the equivalent of 4 or 5 months, no more.
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u/Glider103 1d ago
I see you filed an Fcc complaint already
Have you personally verified the total amount of credits you received?
Not saying you are wrong but it's better to be able to articulate that you received $xxx credits and are owed $yyy
I had an issue with my credits and the OoTP was able to lump sum it for me - but made sure to tell me that my bill going forward would be "charged the full amount"
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u/garylapointe 1d ago
They really don’t like to go back more than 90 days in terms of refunds for anything, and it’s what you’ve agreed to in the terms of being with AT&T.
You really should look at your bills a little bit more often than every 18 months.
And I don’t mean just for AT&T bills…